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Team Leader - Customer Support

Customer Service
Business unit:
Small and Medium Business
Employment type:
Full-time Permanent
Our Company:
Now in its 21st year of operation, Melbourne IT helps organisations of all sizes, and across all industries harness technology to drive business success. Our customers range from small businesses to Fortune 500 companies and internationally recognised government entities.
We have more than 500,000 small business customers, who we support and enable by providing solutions and insights to transform their ideas into business realities. With 1.5 million domain names under management, Melbourne IT gives small business leaders the tools to build an online presence, attract customers and build their brand.
Why join us?
  • As an organisation we strongly believe in work/life balance and flexibility, working hard to create an environment that is diverse, supportive, challenging and team oriented. We offer:
  • Full product training 
  • Free gym membership 
  • Casual dress code
Your role:
As the Team Leader for Customer Advocacy, you will lead and coach six consultants to ensure they provide a positive, quality experience for Melbourne IT customers who require service or support. As a member of the wider Customer Service group, you will be well supported with the opportunity to work in partnership with onshore and offshore teams as well as our Sales, Product, Brand, Legal and Business Technology teams.
Key responsibilities:
  • Successfully lead and mentor a team of consultants by living the customer values. 
  • Consistently champion operational efficiencies to ensure quality of customer interactions 
  • Manage social site responsiveness and engagement
  • Manage customer escalations and represent Melbourne IT Group through legal disputes
  • Be a cultural champion and lead engagement initiatives with your team 
About you:
  • Experience successfully leading and coaching a team within a customer support environment (preferably help desk or contact centre environment)
  • An ability to lead through change and drive a high performance culture 
  • A service first focus and customer obsession
  • Excellent communication, negotiation and influencing skills 
  • An ability to diffuse heated situations with empathy   
  • Previous experience in developing a community of advocacy and an understanding of social media policies/ behaviours
Our Culture…
We celebrate the good stuff. The birthdays, the anniversaries and understand our staff are our greatest asset. We genuinely enjoy the time we spend together and regularly get together at informal and organised social events to ensure we maintain good levels of fun and mateship whilst working collaboratively towards our common and individual goals
If you are passionate about driving high performance and operational efficiency, apply NOW!
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